What is guest communication?
Guest communication covers every exchange between a host and their guests, from booking until after check-out. On Airbnb, Booking.com, Vrbo or WhatsApp, it directly shapes your ratings, your reviews and how your listings rank.
- Before arrival: confirmation, questions, access instructions
- During the stay: wifi, appliances, issues, requests
- After check-out: lost items, reviews, feedback
With Allolea Our team handles these exchanges across all your listings, day and night.
Reply fast, even at night
A guest landing at 11pm or unable to find the key box expects an answer within minutes, not the next morning. On Airbnb, your response rate and response time are shown on your profile and count towards Superhost status.
- Answer every message, even a simple thank-you
- Plan for late arrivals, weekends and public holidays
- Keep saved replies up to date for each property
With Allolea A human team replies 7 days a week, weekends included, following each property's instructions.
The key messages of a stay
Most questions are about arrival, access and wifi. Good communication anticipates them with a few messages sent at the right time.
- At booking: thanks and confirmation
- A few days before: check-in guide, times and access
- The day before or on the day: access code and final details
- At check-out: departure instructions and thanks
With Allolea These messages go out automatically, with templates per property and a digital guest guide with photos.
Speak your guest's language
Many guests do not speak the host's language. A reply in their language avoids misunderstandings about access, times or house rules, and reassures them from the first message.
- Reply in the language of the message received
- Never send translated access instructions without a review
- Keep the same tone as your listings
With Allolea The team replies in the guest's language: you have nothing to translate.
Handle issues and emergencies
A broken heater, a missing key, a noisy neighbour: a badly handled issue often ends in a bad review. You need to reassure quickly, find a fix and alert the right people.
- Tell an emergency apart from a simple question
- Keep local contractors' contacts at hand
- Only involve the owner when a decision is theirs
With Allolea Emergencies are spotted and escalated straight away, and the app only pings you when a decision is yours.
Reply in your company's name
For the guest, the person on the other side is you or your management company. The name, tone and signature must stay yours, even when a team helps you.
- The same signature on every platform
- A tone that matches your brand
- The same rules, whatever the channel
With Allolea On Airbnb, Booking.com and Vrbo, guests see your name or your company's; on WhatsApp, they write to the Allolea Guest Service number.
After check-out: reviews
The departure message and replies to reviews matter as much as the welcome. Answering every review, good or bad, shows future guests that the host is there.
- Thank guests after they leave
- Reply to reviews left on the platforms
- Deal with a complaint before it becomes a review
With Allolea With Premium, the team follows the reviews left on the platforms and replies in your name.
Airbnb
Booking.com
Hostaway
Hospitable
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Stripe
PriceLabs